Service Desk Manager (SDM) Visualizer: Unable to perform specified action

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When adding a Configuration Item (CI) to a graph in Visualizer, the following error appears:

The visualizerMS_debug.log contains an error similar to the following:

ERROR [rkJoinPool.commonPool-worker-5] GraphDataManager 145 Failed to fetch graphs for some nodes.
java.util.concurrent.CompletionException: java.lang.Exception: No node attribute configuration found in application config. Can not load node data.

Environment

Service Desk Manager Visualizer 17.3

All Supported Operating Systems

Cause

The issue can occur in a Service Desk Manager (SDM) environment where there are a lot of locations configured.

This causes the loading of the master data cache to fail.

Resolution

1.  Open the following file with a text editor

NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes\application.conf

2.  Change the following setting

maxNodeLoadOnStartUp = 100000

TO

maxNodeLoadOnStartUp = 1300000

3. Open the following file with a text editor

NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes\ehcache.xml

4. Change the following setting on line 39

maxEntriesLocalHeap="100000"

TO

maxEntriesLocalHeap="130000"

5.  Save changes to the files

6.  Restart the SDM service

7.  Clear web browser cache

As always, we recommend testing all changes in a non-PROD environment first.